Decskill was founded in 2014 as an IT Consulting Company and their main mission is to delivery value through the knowledge. We enable companies to meet the chalenges of digital world by providing our clients with business models that ensure technological capacity, flexibility and agility. We are more than 500 consultants with offices in Lisbon, Porto and Madrid.DECSKILL operates in 3 main areas:DECSKILL TALENT, through which we provide our clients with an extension to their IT teams;DECSKILL BOOST, through which we provide our client with software development models to increase capacity and optimize Time-to-Market, where we create and manage teams that deliver according to their needs, at the desired speed;DECSKILL CONNECT, through which we provide our client with consulting services, as well as the implementation and management of information technology infrastructures.Our practice results in the creation of value for our customers, either by delivering qualified and value-added services, or through highly qualified and motivated professionals, as well as technology solutions that allow us to operate and transform the business of our customers.We are looking for an Helpdesk & 1º Line Support!Mission: We are looking for a Helpdesk Technician to join an outsourcing company, working for a client located in Porto. The role focuses on first-line technical support, involving direct contact with users, sorting requests and resolving simple day-to-day incidents.You will be the first point of contact for the IT team, ensuring an agile, effective and user-oriented service.Responsibilities:Answering the phone to internal users and recording requests received;Sorting and prioritizing tickets on the Freshworks platform;Diagnosing and resolving low-complexity technical problems (e.g. login failures, network connection, printers, basic configurations);Forwarding requests to the 2nd line, with clear documentation of the diagnosis made;Following up tickets until their final resolution;Maintaining a high standard of communication and user support.Requirements:Previous experience in a helpdesk or technical support role (minimum 6 months - valued);Good knowledge of Windows operating systems (user);Experience with the Freshworks platform (required);Basic networking skills (IP, DNS, DHCP, Wi-Fi);Ease of communication, empathy and internal customer orientation;Proficiency in English (minimum B2 level) - oral and written;Sense of responsibility, organization and attention to detail.Relevant certifications (e.g. ITIL Foundation, CompTIA A+, Microsoft Fundamentals). Plus.Experience with tools such as Active Directory, Office 365, VPNs, or remote support (AnyDesk, TeamViewer, RDP). Plus.Ability to create and maintain technical documentation (knowledge base). Plus.Fluency in English.If you’re interested in this job please send your CV to cesaltina.abreu@decskill.com with reference "CA/Helpdesk".Thank You.Decskill is committed to equality and non-discrimination with all our talents. We recruit and promote talent, based on diversity and inclusion, regardless of age, gender, ethnicity, race, nationality or any other form of discrimination incompatible with the dignity of the human being.